MODELING OF CUSTOMER SERVICE IN DRUGSTORES

The opportunity and necessity of imitating modeling applications for improvement of customer service quality at purchase of drugs and medical products in retail pharmacy establishments are proved. The corresponding conceptual base model for service of drugstore’s visitors at purchase of drugs by them has been developed. The statement of this task in view of specificity of retail trade by pharmaceutical production is presented. On the basis of imitating modeling and special software the main model is constructed. Its step-by-step development is consistently presented. Methodological approaches to interpretation of modeling results and directions of their practical usage for improvement of pharmaceutical service quality and work of drugstores are offered. Implementation of described models in the ExtendSim7LT environment for simulation has been executed.